Cisco Cisco E-Mail Manager Unity Integration Option Riferimenti tecnici
16
Object Mapping
the Split.
Calls are answered by Agents assigned to the Split based on the arrival and
priority of the call. A call waiting longer in the Priority 1 queue will not be
serviced if a call is pending in the Priority 0 queue. Calls offered to a Split
that has available Agents are assigned to the
priority of the call. A call waiting longer in the Priority 1 queue will not be
serviced if a call is pending in the Priority 0 queue. Calls offered to a Split
that has available Agents are assigned to the
MOST IDLE
Agent.
Note:
To use Sub Skill groups, enable the Sub Skill Group Mask. If unchecked, it
will have an impact on reporting.
will have an impact on reporting.
2.3. Service
The Unified ICM Service abstraction is defined as “a type of caller need that
the peripheral handles” (e.g., Quotes, Sales, Brokerage). The Unified ICM
will choose a Service based on the current Unified ICM Routing Script that
is scheduled for the dialed number being requested. The Router responds to
the Routing Client with the Label that is specific to the Routing Client Type
defining how the call is to be treated.
the peripheral handles” (e.g., Quotes, Sales, Brokerage). The Unified ICM
will choose a Service based on the current Unified ICM Routing Script that
is scheduled for the dialed number being requested. The Router responds to
the Routing Client with the Label that is specific to the Routing Client Type
defining how the call is to be treated.
For Network Routing Clients, the Call is directed to an ACD on a particular
Trunk Group with a specific DNIS and/or ANI.
Trunk Group with a specific DNIS and/or ANI.
For ACD Routing Clients, the Label defines a target on the ACD that
performs a specific call treatment. This could include on or off switch
processing of the call.
performs a specific call treatment. This could include on or off switch
processing of the call.
The NEC ACD will follow either of these call delivery models. When the
call arrives at the ACD, it is offered to the Split associated with the Pilot
number of the call. In both the NEC and Unified ICM models, Agent/Skill
Groups may be associated with one or more services.
call arrives at the ACD, it is offered to the Split associated with the Pilot
number of the call. In both the NEC and Unified ICM models, Agent/Skill
Groups may be associated with one or more services.
A Service Object has to be configured for each ACD Pilot number.
The “Extension” configured in the Unified ICM Service Object must
correspond to the Pilot number defined on the NEC.
correspond to the Pilot number defined on the NEC.
Each Service Object has to be associated with a PeripheralTarget and Route
object in the Unified ICM Configuration Tool.
object in the Unified ICM Configuration Tool.
Table 4 defines the Service Object member mapping used when configuring
a Service in the Unified ICM.
a Service in the Unified ICM.
Table 4: Unified ICM to NEC Service Mapping
Unified ICM Service
NEC Service
Description
SkillTargetID
none
Unified ICM
SkillTargetID defined
by Cisco
SkillTargetID defined
by Cisco
PeripheralNumber
Last four to six digits of
Pilot number
Pilot number
Last four to six digits of
Pilot number – either
for a CCV or a hunt
group.
Pilot number – either
for a CCV or a hunt
group.
Extension
Pilot number